For this Partner Spotlight, we invited Mate Szabo, CEO at evoCRM to provide us with details on their Siebel CRM program, services and recent customer success.

evoCRM is a leading Siebel CRM technical consultancy headquartered in Hungary. The company is successively growing, with now over 30 Siebel CRM consultants, most of whom speak both English and German. In addition to Hungary, evoCRM also provides solutions for companies in Hungary, Germany, Switzerland, Austria, Romania, Netherlands and Norway. With 20+ years Siebel CRM experience, evoCRM are currently active in 8 projects for Siebel CRM across Europe.

Please click here to read more.

What are your key Siebel CRM related offerings and services that are available?

Our key Siebel CRM services are:

  • Upgrade – with more than 10 successful upgrade projects behind us
  • Open UI/UX – improved UX with numerous modifications
  • Docker – set-up Siebel Servers on the fly with Docker scripts. Scaleable containerized Siebel Servers with Kubernetes
  • Test Automation – either using Siebel Test-Automation or python-based Selenium
  • EAI integrations and ETL support – experience in all protocols such as RESTful, SOAP, JMS. ETL process support when dealing with increasing amounts of big data

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What other products or innovations have you created that complement Siebel CRM?

  • Oracle CX Sales – we supported our customers in Oracle CX Sales implementation with custom objects, UI, logic, data import, integration with SAP. After go-live in October 2022 we then assisted  the users in training, implementation of new requirements, data import and maintenance of the system. In parallel, we are implementing OFSE for the same customer with integration to CX Sales.
  • Oracle Digital Assistant – we have created a cloud based demo chatbot application that also communicates with a cloud-based Oracle Intelligent Advisor in the background.
  • Cloud hostedSiebel CRM – we have created a cloud based Siebel CRM enterprise, running on Oracle’s cloud infrastructure. The enterprise had a hybrid architecture, some of its Siebel servers running on windows virtual machines while others on Linux.
  • Oracle AI Language Services – we are currently running a pilot project on Oracle AI language analysis, where we are analysing customer feedback in Siebel CRM and based on the results we are starting different processes.

Other innovations to help Siebel CRM customers include:

  • Docker – set-up Siebel Servers on the fly with Docker scripts. Scaleable containerized Siebel servers with KubernetesOracle BPEL Process Manager – Support for a large number and variety of interface types under the strictest security conditions
  • Oracle Intelligent Advisor – tight communication to the rule base engine that makes decisions
  • Oracle BI – generate documents with OBI
  • Oracle APEX – used to create reports and execute complex queries

What recent Siebel CRM customer success stories do you have to share?

Automating Hungary’s Travel Cost Reimbursement Program with Oracle Siebel CRM and Oracle Intelligent Advisor (OIA)

Hungary’s Travel Cost Reimbursement Program (TCRP) grants citizens the right to reimbursement of travel expenses when receiving healthcare in a town other than their own. The laws and regulations concerning the TCRP were significantly reworked and revised in 2021, enabling applicants to submit requests electronically and occasioning the need for a new system that could process these requests with the reduced intervention of administrators.  

The solution and customer experience flow was as follows. When someone submits an application for travel support on the official website in Hungary, it arrives in Siebel CRM, where the workflow engine automatically processes it in full. It creates persons and the case, and finally OIA makes a decision on the case, after checking the validity of the data on the application through interfaces, and the system transfers the requested money, in full, automatically, without any intervention by the agent.

Since the system went live on 1st of July 2022, 277,429 requests have been submitted for travel cost reimbursement. 136,509 requests were submitted electronically which means that within less than a year nearly 50% of all applicants switched to the new system over the previously available paper-based one. 27,904 requests were processed fully automatically without the involvement of any administrators.  In these cases, the applicants received the money within 24 hours of submitting the form. What’s more, the time required to process a case has declined on average by 25%. In conclusion, the new system has simplified the process of applying for travel cost reimbursement, reduced the workload of administrators and helped cut red tape.  

Read about this case study here and watch the video

Future vision for Siebel CRM?

At evoCRM we are committed to Siebel CRM. We believe it is still one of the best CRM software solutions for the complex needs of large enterprises and we excel in its utilization.

We are investing in Oracle CX technologies, because although it is possible to customize and add missing functionality within Siebel CRM, in most of such cases, there is an option of augmenting the required functionality using one of Oracle CX Cloud components.

We are running several pilot projects on Artificial Intelligence, which is nowadays inevitable and will be an even more integral part of CRM/CX systems in the future.